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Service Director Manager - 36000

Location: DORVAL, QC, Canada
Posting Start Date: Jul 10, 2024
Posting End Date: Jul 17, 2024


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Responsible for enhancing and strengthening the working relationship with Service Directors through personalized, quality-based communication, in a safe, comfortable, and confidential environment. This role will focus on maximizing the personal and professional potential of Service Directors, lifting confidence, and encouraging development. Real-time support and personalized care will be provided through a Service Director support desk, the utilization of technology to engage with a diverse and mobile workforce and in-person within the operation.


In order to provide a comprehensive spectrum of support to Service Directors, this role has a split responsibility for both working-from-anywhere in the operation and managing the Service Director Support Desk.

Service Director Development & Recognition

  • Be the primary contact for Service Directors at IFS.
  • Act as a coach for the Service Directors, motivate and engage individuals and the team to build a positive and healthy working environment. 
  • Play an influential role in nurturing a sense of ownership to empower Service Directors to use their judgement and experience to make sound decisions.
  • Foster a safe, comfortable and confidential environment.
  • Ensure involvement from Service Director in their personal and performance development planning.
  • Provide recommendations and/or coaching to Service Directors as necessary in order to ensure consistent and predictable on-board customer experience.
  • Apply performance management methodologies to mitigate and correct any SOP issues that may arise with an aim to build up the Service Director workforce.
  • Establish and communicate corporate priorities to the Service Directors for on-board briefings and key product initiatives.
  • Provide guidance and explain the rationale behind Company directions policies and decisions to ensure Service Directors fully understand the expectation.
  • Celebrate success with Service Directors by recognizing great individual and team effort and take time to thank them.

Service Director Support Desk

  • Answer intake calls/emails from Service Directors to attend to crew issues, answer inquiries and offer support.
  • Provide personalized care, immediate attention to urgent needs and real time support (including crisis management).
  • Provide management updates, base specific information, fleet/route updates, operational/ technical guidance, leadership consultation.
  • Provide enhanced communication and consultation through quality-based conversations.
  • Read, escalate, and follow-up on reported SD-specific issues and irritants via the OBR platform to ensure timely resolution and SD engagement.
  • Monitor and assist with Yammer engagement and educate SDs on reporting best practices, as applicable.

Initial Service Director Training 

  • Liaise with Cabin Crew Training to participate and facilitate in Initial Service Director Training.
  • Act as a Subject Matter Expert (SME) in design and revisions to Service Director Initial Training content as IFS Co-Facilitator.
  • Participate in behavioral assessment during Service Director Initial Training.
  • Support day of issues and adjustments for familiarization flights; all requests made through Crew Planning.  
  • Complete end of course debriefs with participants; connect them with IFX manager for onboard support if needed
  • Foster and maintain relationships post course to ensure their continued success.

Business Operations

  • Lead individual yearly goal setting to align with Corporate and Branch objectives.
  • Work closely with the Operations Team to coach and advise as necessary for Operational issues.
  • Identify Service Directors that need support, collaborate with IFX Managers to organize on-board coaching.
  • Maintain qualifications and fly twice yearly to gain insight into the experience of Service Directors and better understand their needs and concerns through firsthand experience.
  • Ensure compliance with regulatory requirements and Company standards.


  • Excellent interpersonal, communication, listening and organizational skills and a passion for helping others.
  • Self-starter, resourceful and able to recognize what needs to be accomplished and carry out these tasks with a minimum of supervision.
  • Strong analytical and problem-solving skills.
  • Attention to details and emotional intelligence.
  • Proven ability to build relationships and trust. 
  • Ability to clearly interpret IFS policies, procedures and processes.
  • Technical knowledge of Air Canada products, services and brand.
  • Air Canada work experience is an asset.
  • Air Canada cabin crew or Service Director experience is an asset
  • Strong written and verbal English communication skills are required.
  • Excellent command computer skills in Office (EXCEL, WORD, POWERPOINT) plus a strong ability to embrace and learn new technology.

Conditions of Employment:

  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.


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